Job description

About the Role

This is a high-impact Customer Success role focused on supporting enterprise customers in achieving maximum value from an advanced AI-driven security automation platform. In this position, you will act as a trusted advisor across a portfolio of strategic clients, ensuring successful adoption, strong product engagement, and long-term retention. You will work closely with senior security and technology stakeholders to translate platform capabilities into measurable business outcomes. The role sits at the intersection of customer success, product, and sales, requiring both strategic thinking and hands-on execution. Operating in a fast-paced, innovative SaaS environment, you will use data, insights, and automation tools to proactively manage customer health and expansion opportunities. This is a highly collaborative role where your impact directly influences customer satisfaction and revenue growth across the EMEA region.

Accountabilities

Own the end-to-end post-sale customer journey, including onboarding, adoption, retention, and expansion for enterprise clients.
Drive customer health, satisfaction, and net/gross revenue retention by proactively identifying risks and opportunities.
Leverage product usage data, health scores, and predictive analytics to monitor engagement and prevent churn.
Build and maintain strong relationships with executive sponsors, security leaders, and key operational stakeholders.
Lead strategic business reviews with customers using data-driven insights and value-based storytelling.
Partner closely with Sales to support renewals, upsells, and long-term account growth strategies.
Manage seamless handoffs from Sales to Customer Success and support successful onboarding and product adoption.
Coordinate with Product and Support teams to resolve issues, escalate critical cases, and improve customer experience.
Maintain accurate account data, success plans, and engagement tracking within CRM and Customer Success platforms.
Continuously improve customer success processes through automation, AI-enabled workflows, and operational best practices.

Requirements

A minimum of 5 years of experience in B2B SaaS environments, with at least 3 years specifically in Customer Success managing enterprise accounts.
Demonstrated experience with complex, technical platforms; prior experience in cybersecurity or security operations is highly advantageous.
Proficiency in CRM systems like Salesforce and Customer Success platforms such as Gainsight, Totango, or Planhat.
Experience utilizing customer analytics, product usage data, dashboards, and health scoring models.
Proven capability in managing senior stakeholder relationships and engaging with executive-level decision-makers.
Excellent communication, presentation, and relationship management abilities.
An analytical mindset with the capacity to translate data into effective customer strategies.
Ability to excel in dynamic, high-growth SaaS settings with evolving priorities.
Familiarity with leveraging AI tools, automation, or predictive analytics in Customer Success is a significant plus.
Comfortable collaborating across Sales, Product, Support, and Operations teams.
Must reside in the UK or a European country and possess legal work authorization.

Benefits

A competitive compensation package including stock options.
A fully remote work arrangement within the UK and the broader European region.
Access to comprehensive training and professional development programs.
Provision of a MacBook Pro and necessary equipment.
A robust, collaborative company culture emphasizing innovation and teamwork.
Opportunities to engage with state-of-the-art AI-driven security technology.
Involvement in volunteer and community engagement initiatives.
A fast-paced work environment offering substantial ownership and impact.
An inclusive, global team distributed across various countries and cultures.

Additional Information

This role is managed by a partner company who handles all application processes and subsequent steps. The position requires the candidate to be based in Germany.

How Jobgether Works: We employ an AI-driven matching process to ensure your application is evaluated swiftly, impartially, and accurately against the role's essential criteria. Our system identifies the most suitable candidates, and this curated list is then forwarded directly to the hiring company. Their internal team manages the final decision-making and subsequent stages, including interviews and assessments. We appreciate your interest and wish you success!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you consent to Jobgether processing your personal data to assess your candidacy and share relevant details with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You retain the right to access, rectify, erase, or object to your data at any time.

We may utilize artificial intelligence (AI) tools to support aspects of the hiring process, such as reviewing applications, analyzing resumes, or evaluating responses. These tools aid our recruitment team but do not substitute human judgment. All final hiring decisions are made by human personnel. For more information on data processing, please contact us.

Customer Success Manager